Note: In the latest firmware updates the option to turn off SIP-ALG was removed

Known Issues:

  1. The DHCP server on this device has known software issue that causes devices to lose their IP and get a new IP frequently.

Resolution:

  1. Login into the Arris gateway.
  2. Click on Firewall tab at the top of the page > Firewall Settings > Do the following:
    • Firewall: Leave checked
    • DoS Attack Protection Firewall: Leave checked
    • This optional step is needed for call quality monitoring and troubleshooting purposes.
      • Ping Blocking: Uncheck
    • Block Fragmented IP Packets: Leave checked
    • Firewall Settings>ALG
      • SIP: Uncheck
        • Depending on the firmware version of you Arris gateway, you may or may not have this option.
        • If you do not, you will need to call your ISP to have them upgrade the gateway's firmware to the latest version.
    • Click Apply to save.
  3. The steps below are only needed if you have or plan to purchase Polycom phones.
    • Click on LAN Setup tab > Do the following:
      • Under DNS Override, check Enable DNS Override.
      • In the Primary DNS IP field > enter 8.8.8.8
      • For the Secondary DNS IP > enter 8.8.4.4
      • Uncheck Enable DNS Relay
      • Scroll down to the bottom of the page > click Apply

Permanent Resolution:

If any of the above options are not present then purchase a recommended router:

  • Purchase a recommended router if you do not have one already.
    • Intermedia cannot setup the new router for you, but your IT or the manufacturer of your new router can help you. 
  • The Internet Gateway will need to be bridged. There are two ways to do so:
    • Call the ISP and ask them to bridge the modem from their end. It is at the discretion of the ISP, whether or not they will allow the modem to be bridged. If they choose to deny the request, then the above resolution will apply.
    • It is possible to bridge the modem manually without contacting the ISP. Comcast gateways may allow us to enable bridge mode from the web interface: the default IP address will be 10.0.0.1 > default credentials admin/password > from the web UI: Gateway > At a Glance:

Important: There is an important downside to the bridge mode with Xfinity (Comcast) gateways.
MOCA (Multimedia over Coax Alliance) is not going to work if the bridge mode is on. Why it is important? If the customer is having cable boxes with Xfinity, and to be more specific, xi5 or xi6 (e.g. for tv) then it is required to have the MOCA feature to be ON. Please, warn the customer that should the bridge mode be turned on, all wireless boxes will stop working and the RDK-03087 error will be displayed on affected TV sets. Recently Comcast has approved the usage of customer-owned modems that support MOCA, so this might be a work-around if the customer needs to turn off SIP-ALG, hence use the bridge mode and buy a third-party non-comcast router.

Additional Resources: